Software Support Consultant

Meshed Group; Sydney; On-site; AUD 70,000 - 90,000; Full time

Job summary

Meshed Group in Sydney, Australia, is seeking a Software Support Consultant to join the Service Delivery Team. You will handle incoming inquiries via phone, email, and Zendesk, classify and route issues, and manage complex customisations.

You will work with Product and Engineering teams, test fixes, document results, and maintain SLA commitments. The role also involves training junior consultants and developing knowledge base content.

Qualifications

• Minimum 3 years experience as a Software Support consultant.
• Astute technical confidence and experience with software development life cycles.
• Excellent communication skills, both written and verbal.
• Experience working with customers at all organisation levels.
• Knowledge of Zendesk and Jira.

Responsibilities

• Review incoming Zendesk tickets and categorise into 3 categories.
• Provide guidance on platform usage and share steps/link to user guides.
• Escalate unclear inquiries to team lead and ensure SLA is met.
• Log bugs in Jira and validate resolutions across the system.
• Handle complex customisation requests and follow up on Open/Pending tickets.
• Gather and analyse customer business requirements, translate into technical briefs for engineering and QA.
• Test reported tasks and document testing outcomes.
• Maintain clear, professional communication with stakeholders via written and verbal channels.
• Manage client escalations and develop professional relationships with clients.
• Train junior consultants on product features and knowledge base content.

Skills

Communication skills

Team player

Leadership

Customer service mindset

Tools

Zendesk

Jira

Job description

Meshed Group is a leading provider of comprehensive education management platforms, offering customisable, cloud-based solutions tailored to the needs of educational institutions and corporate enterprises. Our suite of products empower clients to streamline operations, enhance student and staff experiences, and achieve their organisational goals.

Overview of the Role

The role sits within the Support and Consulting division and is part of our Service Delivery Team providing support, consultative services, software development, software testing and customised platform solutions as well as integration, data migration and implementations.

The Software Support Consultant is responsible for the initial review of incoming support enquiries (via phone, email and Zendesk), categorise, action and/or and assigning them to the next resource as required. The Software Support Consultant is responsible for managing complex customisations. The role acts as a face of the company and a high level of customer service is expected in order to build long term relationships with clients.

You will report to the Support Team Leader and Service Delivery Manager.

Role Responsibilities

Review new Zendesk tickets and place into one of 3 categories-

1-How-To Questions

. Review questions and guide clients on how to use the platform via verbal communication or providing steps/links to user guides as appropriate.

. If customer inquiry is not clear – follow up with the client or escale to team lead for action or guidance.

. Maintain active assistance levels within SLA.

. Review incident request by attempting to replicate on the appropriate platform. Then log bug in Jira.

. If the incident description is not clear - follow up with the client or escale to team lead for action or guidance.

. Once resolution is reached - test in the system to ensure issue is resolved and notify client accordingly.

. Ensure bugs gets resolved within SLA.

3-Customisation Task Request

. Review customisation request and manage customisation request.

Review ongoing Zendesk Tickets and follow steps listed above.

Ensure all Open or Pending tickets are reviewed as per due date.

Follow up with appropriate resource (Client or Internal Staff) for all Pending and Open tickets.

When applicable – ensure any payment information is clear (from Accounts Team) before closing the ticket.

Business analysis

Gather and analyse customer business requirements of all complexity levels (complex to simple).

Translate business requirements into clear functional specifications, user stories, and acceptance criteria for engineering and QA teams.

Conduct workflow and gap analysis between client business processes and platform capabilities to propose optimal solutions.

Schedule meetings with clients or internal stakeholders to finalise requirements and translate them into technical briefs for customer approval.

Collaborate with Product and Engineering teams during solution design, scoping, and backlog refinement.

Manage client expectations regarding delivery timelines and ensure tasks get delivered on time.

Facilitate requirement walkthroughs and obtain stakeholder sign-offs prior to development.

Testing and documentation

Test the reported tasks.

Add evidence of testing or detail test report depending on the nature of the task

Communication management

Ensure clear, effective, and professional communication with both internal and external stakeholders.This includes both written and verbal communication.

Where applicable - use Zendesk macros for consistency and clear communication.

Client relationship management

Manage customer escalations, disputes, and complaints.

Develop professional relationship with clients and provide high level of customer service.

Conduct webinar to give overview of system features.

Be the voice of the customer.

Training

Train junior software consultants on product features and logic.

Train clients on product features if required.

Knowledge base and upskilling

Update the Knowledge Base Library (Confluence and Zendesk) as appropriate.

Allocate at least 1 hour per week for personal development and training.

Requirements for the Role

Minimum 3 years experience as a Software Support consultant.

Astute technical confidence and experience with software development life cycles.

Motivated, positive team player able to lead but also willing to be hands on at an operational level.

Excellent communication skills, both written and verbal.

Experience working with customers at all organisation levels.

Exceptional customer engagement skills and a passion for delighting customers

Knowledge of business requirement gathering and documentation for customised software development

Comfortable using tools like Zendesk and Jira

Nice to have skills:

Knowledge of Education Industry

Key Performance Indicators

Successfully resolve client disputes and complaints within agreed timeframes

Be on top of all your assigned tickets.

Provide update to clients on time. Do not keep client waiting.

Provide accurate information to client. If you are not sure, consult with seniors.

Manage all assigned tickets as per company’s SLA.

Deliver customisation within agreed timeframes.

Please note that only shortlisted candidates will be contacted.